Tim Wade

United Kingdom

The Science of Customer Experience

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Introduction Customers don’t do what they say. Their actions are driven by unconscious decision making and emotional reaction.

Tim brings together the latest science of customer behaviour and organisational culture to unearth how you can create a brand and customer experience that delivers a genuine return on investment.

Find out what truly influences customers’ decision making and behaviour. Challenge what you think to be true about customer behaviour. Discover how you can create customer experiences that connect emotional with your customers. And turn this into serious growth.

Combing scientific evidence with case studies from his own work Tim goes beyond the old stories of John Lewis. He challenges your thinking and brings tangible solutions that will help your business grow.

Biography Described as engaging and thought-provoking Tim is a recognised international speaker on customer experience and marketing. A passionate, intelligent speaker that inspires audiences to think bigger and bolder about their customer experience and marketing strategy.

As founder of CX Lab, a global customer experience consultancy, Tim has lead the transformation of businesses across hospitality, retail, telecoms, financial services, beauty, B2B and technology

It all began for Tim in fast paced retail. From there he climbed rapidly gaining experience in senior roles in financial services, telecoms and hospitality.

After success in corporate life Tim's entrepreneurial spirt was strong and after a stint as Managing Director of a management consultancy he decided to start his own business. 

Customer service and experience have been full of stories from John Lewis or Virgin but what is lacking is the science and the how to deliver it. The CX Lab philosophy is based on the facts and methods of science rather than the rhetoric of hype. Using the study of human behaviour to create customer and employee experiences that generate measurable and evidenced growth for organisations. This thinking brings new insight and real business growth to clients.

Tim brings this experience alive when he speaks, showcasing proven, tangible solutions and interesting stories and case studies that will differentiate and grow your organisation.

Credentials "Delegates at our 2015 conference were captivated by Tim’s illuminating session on highlighting the fundamental importance of customer experience. Several members commented on how interesting it was to hear from someone with such a good, proven track record. His message is relevant for any industry."
Liz Circuit, National Housing Maintenance Forum.
“The session delivered by Tim at our customer experience event was engaging and thought-provoking and certainly met the brief we had given him. His knowledge, real-life examples and questioning approach meant that delegates went away with ideas and perspectives that will help them on their customer experience journey. We would be happy to work with him and Smith+Co in the future”
Ellie Gittos - Transversal
“Tim joined us in Australia as an international keynote speaker at the Customer 360 Symposium, a by-invitation conference for leaders in Customer Experience. I found Tim to be a pleasure to work with and highly knowledgeable and experienced in the field of Customer Experience. His keynote was very well received by our audience of enterprise marketing and Customer Experience leaders. I have no hesitation in recommending Tim as an expert in CX”
Mark Abay – Ashton Media

Languages English
Speaking Criteria
Speaking styles Consultancy, Conferences, Keynote, Presenter, Seminar/ workshop, Workshop

Speaking categories Customer service, Marketing, Branding & Advertising, Business & Management, Marketing & Branding

Industry experience Advertising, Branding, Customer Service, Management, Marketing, Retail/Trade, Telecoms, Hotels, Banking, Internet and Web

Keywords Tim brings together the latest science of customer behaviour and organisational culture to unearth how you can create a brand and customer experience that delivers a genuine return on investment.

Audience sizes 0-10, 10-50, 50-100, 100-250, 250-500, 500-1000, 1000+
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